Business Operations Shared Service Centre Manager

DWF; Pune District; On-site; INR 2,600,000 - 3,800,000; Full time

Job summary

DWF is seeking an experienced Business Operations Shared Services Manager to lead delivery and continuous improvement of our shared services in India. You will oversee SSC/GCC operations, ensuring SLAs, governance and stakeholder satisfaction while driving efficiency and productivity.

The role requires hands-on leadership across multiple functions, budget oversight, and collaboration with country leadership to align services with strategic growth.

Qualifications

• 8+ years of experience in operations management, shared services, or professional services.
• Proven leadership in SSC/GCC environments and managing service delivery against SLAs.

Responsibilities

• Lead day-to-day operational management of shared services functions, ensuring service quality and governance.
• Identify opportunities to improve operational effectiveness and cost efficiency.
• Partner with business leaders to ensure SSC/GCC delivers value aligned with objectives.

Skills

Leadership

Stakeholder mgmt

Process improvement

Cost efficiency

Education

Business/Operations degree

Job description

Why join us?

We are looking for an experienced Business Operations Shared Services Manager to lead the delivery, performance and continuous improvement of our shared services operations in India.

This is a key operational leadership opportunity for someone who has built their career within aShared Services Centre (SSC) or Global Capability Centre (GCC) environment and understands what it takes to deliver efficient, scalable and high-quality operational services to a diverse stakeholder base.

You will oversee a portfolio of operational support functions delivered through a Shared Services Centre model, with responsibility for service quality, operational effectiveness, productivity, governance and continuous improvement. Working closely with the Country General Manager and business leaders, you will ensure operational services remain aligned with business priorities, agreed service levels and strategic growth objectives.

Responsibilities

In this role, you will:

• Lead the day-to-day operational management of shared services functions, with responsibility for team performance, service quality and operational standards.
• Ensure SLAs and agreed service standards are consistently achieved.
• Review and improve operational processes to enhance productivity, quality, efficiency and stakeholder experience.
• Identify opportunities to improve operational effectiveness and cost efficiency.
• Partner with business leaders to ensure shared services deliver value and remain aligned with business objectives.
• Drive operational excellence through process optimisation, automation opportunities and standardised ways of working.
• Lead recruitment, training, development and performance management activities to strengthen team capability.
• Prepare budgets, manage expenditure and use operational data to support informed decision-making.
• Maintain effective governance and risk management to support compliance with applicable requirements.
• Develop strategic and operational objectives aligned with organisational priorities and growth.
• Build strong relationships with key stakeholders and act as a trusted advisor on operational service delivery.
• Create a culture of accountability, collaboration, continuous improvement and service excellence.

What will help you succeed in this role?

We are particularly interested in candidates who bring hands-on leadership experience from a Shared Services Centre (SSC) or Global Capability Centre (GCC) environment and are accustomed to managing operational services for multiple stakeholders.

You will ideally bring:

• Significant experience, typically 8+ years, across operations management, shared services, business services or professional services, including leadership experience.
• Strong experience working within an SSC, Shared Services or GCC operating environment.
• Experience leading operational teams and managing service delivery against defined SLAs and performance standards.
• Strong understanding of operational excellence, process improvement, productivity and cost efficiency.
• Experience delivering projects that have improved client satisfaction, operational service delivery and profitability.Strong commercial awareness alongside operational expertise.
• The ability to build credibility and work collaboratively with senior stakeholders.
• Strong organisational, leadership and communication skills.
• A degree in Business, Operations Management or a related discipline, or equivalent relevant knowledge and experience.
• The flexibility to work predominantly UK business hours to support stakeholder engagement, governance, operational oversight and service delivery.

Kindly Note: Shared Services / GCC experience is a key requirement for this opportunity. We are looking for candidates who understand structured service-delivery environments and can bring that experience to the leadership and continued development of DWF's shared services operations.

What we offer

The organisation offers a comprehensive rewards package that extends beyond basic salary. Employees can access a range of benefits designed to support individual and family needs, alongside flexible benefits and well-being programmes.

About us

DWF is a leading global provider of integrated legal and business services. We focus on delivering efficiency, price certainty and transparency for clients around the world without compromising on quality or service. Our purpose is to deliver positive outcomes with our colleagues, clients and communities, with our colleagues at the centre of what we do.

At DWF, everyone is encouraged to be their authentic selves. We are an equal opportunities employer that celebrates diversity and aims to provide colleagues with the adjustments and support they need to reach their full potential.